The document presents on redesigning citizen services to be delivered at doorsteps. It discusses introducing e-services to simplify processes and improve access to services like birth registration, certificates, and bill payments. The presentation outlines the research methodology used, including a literature review and surveys of citizens on their satisfaction levels. It finds that while e-services improved access for many, challenges remain around digital literacy, technical issues, and engaging stakeholders to expand services. Recommendations include developing mobile apps, ongoing training, and ensuring entrepreneur support to further improve service delivery.

1. PRESENTATION
ON
SERVICE AT DOORSTEPS : REDESIGN THE CITIZEN
SERVICES
Presented by
Golam Mohammed Bhuiyan
Deputy Secretary
ICT Division
Bangladesh

2. OVERVIEWOF TALK
Introduction and literature review
Problem statement
Research question
Conceptual framework
Methodology
Challenges
Limitation and recommendation

3. INTRODUCTIONANDLITERATURE REVIEW
• Introduction
Why review :
To demonstrate knowledge and show how current work is situated within,
builds on, or departs from earlier publications……
Exploratory Literature Review
- focuses on finding out what actually
-Find out what information already exists in a field of research.
-Identify gaps in literature.
-Find other researchers working in the same field.
Education, healthcare, agriculture, administration
of land and water resources, social safety nets,
law enforcement and judiciary and disaster
management……………. are a few areas to be given
priority in offering e-services at the citizen
doorsteps (Mahiuddin 2011). But service
simplification is precondition for providing e-
service.

4. PROBLEMSTATEMENT
• The recipients are unaware of the number of services and the process
also.
• The study tried to assess the services through taking a growing
demand side perspective through user in union parishad.

5. RESEARCH OBJECTIVE
• To examine the mode of
public service delivery.
• To measure the satisfaction
level of citizens of
redesigned services. RESEARCHQUESTION
• Which innovative services
reach the people door
steps?
• What services do the
citizens get efficiently at UDC
without any hassle?

6. CONCEPTUAL FRAMEWORK
• New public management and ICT
• Public service delivery
• Service simplification: e-service
• Service@ door steps

7. NPM
Digital Government
Infrastructure
Human
Resource
Development
IT Industry Promotion
ICT Industry & E-Gov Targets for Vision 2021
5 Billion USD
Industry Export
5% of GDP
Contribution
2 Million
Employment
Govt. ERP and NEA
implemented
All Major Citizen
Services via
Mobile

8. NPM and ICT…
Demographic Dividend
65% Youth (18 – 35 years)
400,000 Freelancers
143.106 million Mobile Phone Users
(November, 2017)
80.166 million Internet Subscriber (November, 2017)
74.736 million Mobile Internet Subscribers
5700 Digital Center (UDC-4547)
&
E-post office-8500
30 (Approx.) Million Social Media Users
One New FB Account Every 12 Second
100+ Govt. e-Services for citizen
On-Line hassle-free Company Registration
350,000 Graduates Per Year
20,000 IT Graduates per year
1000+ Registered Software &
IT / ITES Companies
Growth in the power sector in Bangladesh : 4,500 MW
in 2009
15,000 MW in 2016

9. 60 SECONDS OF INTERNET

10. SERVICE DELIVERY & SIMPLICATION
5 days’ Empathy
Training
6479
1267
2061
3 days’ PDW
1586 pilots
initiated
2 days’
Documentation
workshop
863
861 completed
pilots
26 innovation
showcasing by
Ministries
26
National
scale up
91 regional
replication
62
Local
replication
Average
83%
reduced
Average
77% cost
saved
Average
76% visit
reduced
17.3 million
Citizen Served

11. SERVICES AT FINGERTIPS

12. METHODOLOGY
PRIMARY
SOURCE
SECONDARY
SOURCE

13. SERVICES AT UDC
Birth registration
37%
Chairman Certificate
23%
Porcha
15%
Warishnama
4%
Remittance
withdrawl
14%
Others
7%
PROVIDED SERVICES
Birth registration
Chairman Certificate
Porcha
Warishnama
Withdraw Remitance
Others

14. BEHAVIOUR AND QUALITY
0% 0%
6%
23%
33%
13%
77%
67%
81%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Attitude Communication Provide best services
SCORE
CONTENT
BEHAVIOR AND ADDRESSING
Strongly Disagree Neutral Strongly agree
0% 0%
7%
16%
27%
0%
84%
73%
93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Purpose of use Achieve your use Problem in using ICT
SCORE
CONTENT
SERVICE QUALITY
Strongly Disagree Neutral Strongly agree

15. ENVRONMNET AND ROLE OF ICT
0%
4%
0%
17%
25%
7%
83%
71%
93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pleasant facilities Handle timely Work capabilities
SCORE
CONTENT
ENVIRONMENT
Strongly Disagree Neutral Strongly agree
0% 0% 0%
11% 13%
7%
89% 87%
93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Responsiveness Future values Fair and transparent
SCORE
CONTENT
ROLE OF ICT DIVISION
Strongly Disagree Neutral Strongly agree

16. PERFORMANCE
0% 9%
91%
PERFORMANCE
Dissatisfied Somewhat satisfied Highly satisfied

17. MAJOR FINDINGS
• Effective collaboration between ICT Division and the UDC through sub-
district administration may gear up.
• To involve and engage concern stakeholders for publicizing the e-services
delivery systems.
• To inform stakeholders the innovative idea of simplified and e-services.
• Supply chain or logistics in union level are not well established. This can be
solved by using capacity development of UDC through the interfering of
field administration.
• Entrepreneurs are required up to date training on innovative and simplified
services mostly designed by a2i.

18. CHALLENGES
• Last mile access point people are not well equipped of IT and do not have
IT-based knowledge.
• To accept and replicate new and innovative ideas and that hampered the
effective implementation of the program.
• Huge volume of initiatives decreases the quality of service.
• Entrepreneurs are not interested in offering less revenue generating
services.
• Female entrepreneur was not available to contribute their service time in
the UDC due to socio economic perspective, if present, not the whole day
long.

19. LIMITATION
• Lack of uninterruptible network and slow internet speed.
• Server of birth registration was slow due to huge congestion across
the country and technical strength.
• The presence of beneficiaries are not notable due to Eid Ul Adha
festival holiday.
• Shortage of time is major constraint to get data collection.

20. RECOMMENDATION
a) Smart phone or mobile phone apps for customer different services especially for
UDC
b) Ek-shop should be developed mobile apps for their e-commerce business
c) Continuous training requires for entrepreneur to scale up redesigned the
services run successfully.
d) Motivation, ownership, fund, capacity development and monitoring should be
ensured for the effective implementation of e-service delivery.

21. CONCLUSION
The study finds the urgency of
people demand with a clear
objective of increasing transparency,
improving governance and public
services and reducing the gap
between service provider and service
receiver.